ComplaintsforMidgard Self Storage

• Initial Complaint

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I initially paid for a unit to move my piano into it, instead of my new residence as it's bulky... I made plans to move my instrument after my night class, with the help of my husband and a classmate. We made it to the facility but the access code they had given me did not work. At all. I tried calling the customer service line. No answer. No help. We were trying as many codes as we could think of, when a homeless man came by and put in his own access code to let us in and look for our unit. We were grateful, but didn't memorize or write down the code he used. We looked around and searched for the unit to no avail. Called the customer service line, absolutely useless. So we took the piano to our new home, and made it work. Mind you I bought a lock to switch out locks, and was fully prepared to use this unit as long as necessary. However I was COMPLETELY unable to even SEEE the actual unit. I spoke to someone the following day and explained that the unit would no longer be necessary and that I'd like to cancel the unit *** receive a refund. I truly assumed the gentleman I spoke with was going to cancel my unit and provide a refund. I was completely shocked when I went to go buy formula for my son and I didn't have the funds in my account to purchase food for my baby, because Midgard had taken the funds for a unit I never accessed from my account. I called multiple different times trying to receive an actual person to help me, however I keep being sent to third party phone operators who aren't even allowed to contact midgard about the complaints, instead telling us to send emails, that I can prove never get responded to. This company is a money stealing scandal. They didn't give me an accurate access code, which kept me from even acessing the unit I was trying to pay for. Charged me multiple times because the portal won't allow you to cancel the card you have on file. I had to freeze my card. And then they send you running around chaising your own tail.

  Business response

  09/11/2024

  This complaint was filed against our location in ****, ** and we are unable to identify this individual as a customer at that location. If this complaint can be resubmitted with correct details, we'd be happy to assist. 

• Initial Complaint

  09/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a storage unit for my out of state daughter's dorm room items from late April until August. I was quoted $52 a month which included insurance and other fees. The first month they charged me the correct amount. Then after the first month, they added an extra $9.95 insurance and $10.00 for 24 hour access which is not what I was quoted and what my invoice said which is unethical. I did not have access to an itemized ledger online. They also charged me some additional fees for a lock which they said would be reimbursed. After two months they increased the rent to $76 which is a 68% increase just after two months. We removed items from the unit in the beginning of August and then we were told the unit was not empty, but it was. We left nothing in the unit and they have not showed me a photo of the items. I have been trying to resolve this bill since the beginning of August and close the account. I didn't want to pay my remaining balance until I had received a credit for the disparities. It has been next to impossible to speak to a a person within the company and I have sent multiple emails and texts trying to make this account right. I was just charged an additional $20 late fee as I am trying to resolve this. I have attached the invoice they sent me regarding the amount quoted, the ledger I received from the company showing the extra monthly charges after that first month and the text message from the employee saying I would be refunded for the lock. I would like $63.32 reimbursed for the insurance charges which were above and beyond what the email invoice says and 24 hour access which I never requested. I would have no reason to need this as we are out of state. I have also been invoiced an additional insurance fee in September of $9.5 and a $20 late charge I want removed from my account.I'm happy to pay the appropriate amount for the service, but I want credit for the unethical charges that I were added.

  Business response

  09/11/2024

  This complaint was filed against our location in ****, ** and we are unable to locate this individual as a customer at that location.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented there for over 2 years, was totally paid up through end of term, gave more notice than was required to management in person about vacating , left a totally clean unit and confirmed such with management at facility. They have made a fraudulent claim against me and had *********************** file NON OWED collections and post to my credit reporting. I now have to hire an attorney and credit repair service, to get this fixed. I expect Midgard to refund the fees I paid them for entire time I was at their facility, a letter of apology, and to repair the damage done to my credit.

  Business response

  08/15/2024

  In order to resolve this complaint, we have reached out to our collections service to ensure that there is no active balance in this consumers name. 

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Travel trailer was stolen from the ************ lot following a known breakin. We cannot contact anyone from this location and were never notified of a breakin.

  Business response

  07/09/2024

  Unfortunately, we do not have a tenant in our records matching this consumer's name. As such, we're not able to offer a response since we cannot locate this account. If this complaint is able to be resubmitted with correct information, we'd be happy to offer a reply. 

  Customer response

  07/09/2024

   
  Complaint: 21961476
  
  I am rejecting this response because:  rented spot is under  my husbands name, *******************. Travel trailer is under both our names. 
  
  Sincerely,
  
  *********************

  Business response

  07/09/2024

  We'd be happy to submit a response once the complaint is resubmitted with a name and contact information matching an existing account at the location specified. 

• Initial Complaint

  06/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Midgard Self Storage, I do not have a contract with *************** systems, , they did not provide me with the original contract as requested

  Business response

  06/21/2024

  Before were able to issue a response regarding this account, well need the consumer to verify the contact information we have on file. The contact information submitted with this complaint is not a match with any of our accounts.
  
  Upon receiving that verification for security purposes, wed be happy to issue a response. 

• Initial Complaint

  05/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was past due in one payment due to medical issues for ***** 2024. I emailed them letting them know that I was aware it was past due of my payment. Sent 2nd email since hadnt heard from Midgard so I called the office and the lady said that I owe $394.00 something and I couldnt understand why, so she proceeded to say that theyve been trying to contact me that I owe that much rent I wasnt given a breakdown. I was just told that I owe that rent so I requested a manager the manager emailed me or someone from the main office emailed me stating that I did owe the amount and that I couldnt not pay partial. I would have to pay the full amount of everything owed, which was ***** ***** and $100 fee. I emailed the customer service back inquiring on what is $100 she did not respond to me timely so I reached out to midgard personally, I requested a supervisor or manager I spoke to a manager we went over my account. I advised them that I knew I was late for ***** and I was trying to figure out why they had incurred fee when I hadnt been given proper notice. They also raised my rent and I was not given notice advised the manager that I never received an email from them since last year. The manager was able to find that my email nor my phone was not applied on my account.. he stated it was blank. I advised the manager that last year October I updated the information with whoever was on the phone, Because they had the email incorrectly so I corrected it around October 2023 so he proceeded to apply the correct information which is my email phone number to my account and then he said I had to email the customer relations to find out if I could get $100 Foreclosure fee waived I was given a request back saying they could not waive any fees because I know that Im responsible for my monthly payment which I am aware of the monthly payment but I was never notified about foreclosure or going up on my rent portion

  Business response

  05/31/2024

  We have reached out to this tenant via email and offered what we believe to be a satisfactory resolution to this issue. 

• Initial Complaint

  09/18/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Contract was canceled by customer (me) prior to new charges. Our travel trailer was removed from the property 04/02/2023. We have attempted to work this out with the company but they refused to talk to me. This charge is inaccurate and fraudulent.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I WAS DOUBLE CHARGED ON MY ACCOUNT 3 DAYS INSTEAD OF PAYING TWO DIFFERENT ACCOUNTS THEY CHARGED THE SAME ONE TWICE..I WAS TOLD THEY WERE GONNA TRANSFER THE 170 TO THE OTHER BUILDING, BUT INSTEAD I GOT A 3RD CHARGE WHEN I CAME INTO THE OFFICE AGAIN THEY SAID THEY ARE NOT SURE WHY I HAVE NOT RECEIVED A REFUND OF THE DOUBLE CHARGE AND I WILL HAVE TO WAIT EVEN LONGER TO GET REFUNDED FOR A MISTAKE THEY MADE. I NEED MY REFUND BACK . I HAVE OTHER THINGS TO PAY AND ITS CRAZY ITS BEEN 5 DAYS NOW AND STILL NOTHING.

  Business response

  06/21/2023

  Hello, this tenant appears to be out of the ******** area, and I do show her as tenant at one of the ******** sites.  I also show we did process a refund for this tenant in early June.  I've attached the receipt showing the refund was applied June 6th.  We do apologize for any inconvenience this has caused. 

  Thank you, 

  *******************;

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I've been renting a spot for my RV for the last year and have rented storage units off and on over several years. I have never paid late or missed a payment. Midgard bought a facility in *********, ** from ******* Secure Storage about 6 months ago. 30 days ago they notified me that they didn't have a signed lease from the previous owner. I informed them that I *** moving out by *****. They then informed me that the notice changed and by their new rules, I have to give them 30 days advance notice so I would have to pay for ***** too. I paid them through ***** 29 and gave themn my notice. Today, ***** 1, 2023, they charged me a $****** missing document fee. I want them tp show me where they have a legal right to charge these fee's or refund my money. Date Unit Description Charge Discount Tax Total Payment Method 04/01/23 R216 Missing Doc Fee ****** **** **** ****** ******

• Initial Complaint

  01/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was behind on paying Dec. rent at Midgard, and they informed me that my storage would be auctioned in Jan. if I didn't pay. They told me a $100 foreclosure fee would be added on the 1st of Jan., if payment was not made, but they added it Dec. 30th, 2 days early. We received harassing phone calls every day about the amount due, and the amount just kept increasing! Now they're about to auction our things if I can't pay by 5:00pm today (01/18/2023.) PLEASE HELP ME. Everything I own is in that storage, and they have made saving it unbearablely impossible!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩